Note
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Access to this page requires authorization. You can try changing directories.
Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only
You can allow customer service representatives (service representatives or representatives) to create their own personal quick replies that are stored in their context. Representatives can invoke personal quick replies by using the associated tags during a session with a customer and use them to respond to customer queries efficiently with minimal turnaround time.
As an administrator, you can use a Power Automate utility to delete unused tags.
Enable personal quick replies
In the site map of Copilot Service admin center, in Support experience, select Productivity.
For Personal quick replies, select Manage.
On the Personal quick replies tab, set the Allow agents to create personal quick replies toggle to Yes.
The settings for creating personal quick replies are made available for representatives.
Note
- It can take up to 15 minutes for the setting to take effect.
- We recommend that you don't assign the System administrator role to representatives or supervisors to avoid enabling access to other users personal quick replies on the Quick replies panel of a conversation.